IT ServiceDesk Support Engineer

Responsibilities

• 24/7 monitoring of all YAS critical applications.
• Deal with incoming faults in a professional and courteous manner over the phone and via the ticketing tool.
• Take ownership of faults and manage them in a logical and methodical manner.
• Correctly log incidents and faults, categorising and prioritising them in line with team procedures.
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Manage faults through their entire lifecycle, from the first point of contact through to resolution, proactively.
• Diagnose and resolve problems to the customers' satisfaction.
• Maintain and develop own knowledge and skills to assist with first-time fault resolution.

Qualifications

• Bachelor’s degree in: Computer Science, Information Technology, Software Engineering, Or a related field).
• At least 2 years of work experience in an IT Service Desk Support Engineer role will be an added advantage.

Skills